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ITW Customer Support Administrator in Norwood, Massachusetts

Job Description:

Company Description

Instron is a global organization that designs, manufactures, sells and services mechanical testing systems.

Have you ever wondered how a potato chip always has the right crispiness level? Or, how your game controller will survive several drops whether you are excited for your win or upset by a loss? How about eyewear being able to withstand impact forces? Visit Instron’s YouTube Channel (https://www.youtube.com/c/InstronSocial/videos) to see our customer’s applications or watch our Culture video at https://www.youtube.com/watch?v=1IC97HOKN-Y . Check out Facebook Watch at https://fb.watch/a8ILPde4GP/ for additional videos.

Our systems are trusted by 95% of the world’s largest manufacturing companies to gather critical data, informing the design of components and materials. You will find that our established strength, commitment to our core values and team focus provides an engaging work environment and offers exceptional opportunities for personal and career development.

What You'll Do

The Customer Service Representative is a vital member of the Instron Professional Services Business Team. The role of this position is to be the initial point of contact for all incoming inquiries for Customer related activities. This position shares a responsibility with all groups/departments to continually strive to achieve and maintain the highest levels of customer satisfaction. Each Customer Service Representative has region responsibility to work with the Regional Manager and Field Service Engineers to assist them with maintaining their schedules, ensure the proper flow of time reporting along with updating and maintaining accurate information in both Astea and CRM/IFS databases.

  • Receives, coordinates, monitors and dispatches all Customer requests for the Service Organization in order to assist customers and internal departments by following the established escalation procedures for call management based on the situation and contract/warranty status. Produces all routine system information reports to monitor the status of all field orders

  • Maintains both the Service Management database as well as the IFS database by confirming and updating existing information obtained from service or sales requests and ensuring those systems are in synch. Responsible for setting up new customers in the IFS database and obtaining information such as W-9 and tax exempt certificates.

  • Monitors (CRM/IFS) database daily to retrieve new sales orders and/or sales change orders to enter new or change existing installation service calls. Tracks status of sales orders and special customer order requests in order to update field service engineers for scheduling services.

  • Handles a wide variety of situations and conflicts by effectively communicating the needs and concerns of the customer which may require escalation when appropriate.

  • Provides administrative support to the field service organization by gathering information from a number of sources in order to quote customers and obtain purchase orders. The Service Support Administrator’s responsibility includes reviewing completed orders to ensure that information and pricing is correct.

Qualifications

What We're Looking For:

  • Ability to follow directions accurately and finish tasks in a timely manner.

  • Solid written and verbal communication skills.

  • Strong organizational skills, attention to detail, problem solving and solid judgment are essential.

  • Telephone and interpersonal skills are required to ensure calls are managed in a timely, friendly and courteous manner.

  • Collaborates with a diverse group of individuals while showing independence in balancing and prioritizing their requests.

  • Requires experience at handling multiple work assignments concurrently and independently.

  • Ability to adjust readily to change and adapt as needed.

  • Forging strong relationships with customers.

  • Experience with Skype, Microsoft Office, Outlook, Adobe and OpenScape.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.

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